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Susan Murray FACHE, The Queen's Health System

Posted by Adrienne Lally on Friday, November 11th, 2016 at 4:30pm.

 

The Team Lally Radio show is proud to have Susan Murray in this episode. Susan is the Senior VP of The Queen's Health System and she shared with our listeners healthcare information, services and procedures. She gave the importance of having a community Hospital like Queen's and how their treatment of patients contribute to the community. With Queen's Health Care System excellent service their patients are very grateful for the very good medical experiences.
 
 
Who is Susan Murray?
 
Susan Murray is the Senior VP of The Queen's Health System, West Oahu region and Chief Operating Officer. For the past ten years she has been the Hawaii Regional Hospital Administrator and Regional Vice President for Quality, Safety and Service for the Kaiser Foundation HealthPlan and Hospital. Susan gew up in Honolulu and graduated from Punahou School and the University of Hawaii – Manoa. She earned her MBA in health services management from the University of Dallas in Texas. She is also a Fellow in the American College of Healthcare Executives (FACHE). Susan has at least 20 years of experience as a high powered career as a hospital executive.  She had overseen the $70 million opening of The Queen’s Medical Center’s 17-acre campus in Ewa Beach. Such an impressive and inspiring educational background and work experience 
 
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Announcer: It’s time to enter the world of real estate in Oahu with Hawaii’s only true real estate radio show “The Team Lally Real Estate Show”. Grab a pen and get ready to take notes. For the next full hour, Hawaii’s premiere real estate leader, Adrienne Lally and Attilio Leonardi, will bring you the latest in real estate news and real world strategy on how they can guarantee to sell your home at a price and deadline you agree to or they’ll buy it. Now here are your hosts: Adrienne and Attilio.

Adrienne: Welcome to the Team Lally Real Estate Show. Home of the guaranteed sold program or we’ll buy it. If you have any questions, you can reach us at 799-9596 or on the web at teamlally.com.

Attilio: Well, hey, everybody. This is Attilio. I was on the Team Lally yacht having a good time. This lady came up to me, tapped me on the shoulder, started asking me a bunch of tax and legal questions. I said, “Those are great questions. I highly recommend you seek the appropriate licensed professional.” And then I said, “But, Mom, what other questions do you have?” So if you hear anything on the show, yep, that’s our funny ha-ha legal disclaimer. Anything on the show that sounds lie tax or legal advice, we’re not giving any. It’s purely anecdotal. Please run it by your local licensed professional for stuff like that because today we’re going to talk about real estate and other topics.

Adrienne: And I have a question about the Team Lally yacht.

Attilio: Yeah. What about it?

Adrienne: Are we giving away a few hours on this private charter?

Attilio: Yes. I think it’s three hours. It’s going to be at the Aloun Farms Pumpkin Festival this—wait, what day? 

Adrienne: Saturday.

Attilio: Saturday between 10 am and 2 pm. If you’re one of our awesome past guest, business partners, clients, and you want to participate, what’s the website they go to? Do you remember?

Adrienne: teamlallyparty.com

Attilio: temalallyparty.com

Adrienne: Yeah. That’s for our past clients, but I think it’s like a military appreciation day, and it’s going to be a great time out at the pumpkin patch. We’re going to be out there, and we’ll be having raffle tickets. All the proceeds are going to Project Hawaii.

Attilio: So listen up folks. This is our 11th Annual Client Appreciation Party at the Aloun Farms Pumpkin Festival. By the way, this is the last weekend for you to go get your pumpkin. So we’re going to be out there. Our tent’s going to be out there to the right of the main stage. You mentioned something earlier. Who’s going to be playing on the main stage?

Adrienne: Oh, the military band.

Attilio: Military band.

Adrienne: It’s going to be out there. The Marine Corps band.

Attilio: You called followers of the Marine Corps band. They’re going to be out there. We’re going to be giving away food, drinks…

Adrienne: A yacht ride. 

Attilio: A yacht ride. Pumpkins. So talking about this yacht ride, tickets – 2 bucks each, 3 for 5. You know how you can do fundraising and like “Hey, 10% of the proceeds go to the actual non-profit.” No. 100% of the proceeds. You give us 2 bucks for a raffle tickets, $2 is going to Project Hawaii. What is Project Hawaii helping?

Adrienne: So Project Hawaii is supporting our homeless kekei right there on the west side of the island.

Attilio: Right there. So when you’re driving out to Makaha to go surfing and you see those tent folks. Yeah, I’m pulling on the heartstrings right now. Tug tug. And you’re wondering “What are those kids doing? What’s their daily life?” Make a difference. Come out there and buy some raffle tickets. You don’t have the time to make it out to Aloun Farms? Go to their website. They’ve got a big button that has what word above it?

Adrienne: Donate.

Attilio: Donate. Click the donate button. Come on. I know you’re collecting like Pokemon cards on EBay, and you use PayPal. How about do it for a good cause and hit that PayPal button on projecthawaii.org.

Adrienne: All right. So we have some quotes of the day.

Attilio: Yes.

Adrienne: From Hawaii Pacific Property Management.

Attilio: Mhmm. Home of the rent guarantee.

Adrienne: Yes. Which we’ll be talking about here shortly, as well. “Sometimes, you’ve got to create what you want to be part of.” That’s from Geri Weitzman.

Attilio: Oh, my friend, Geri Weitzman.

Adrienne: Yeah.

Attilio: I’ve known him for years. I have no idea who that is, but—

Adrienne: The next one is from Groucho Marx.

Attilio: Oh, Grouch Marx.

Adrienne: You should know that one.

Attilio: Yep. Marx brothers.

Adrienne: All right. “I find television very educating. Every time someone turns on the set, I go into the other room and read a book.”

Attilio: Well, he was back in the day. I think television was a new technology at that time.

Adrienne: And he obviously preferred to read a book instead.

Attilio: And, you know what, that says something about today. 900 channels later. Maybe we should shut the TV off.

Adrienne: Okay. And this last one’s from Brian Tracy. 

Attilio: Okay.

Adrienne: “Develop an attitude of gratitude, and give thanks to everything that happens to you knowing that every step forward is a step to achieving something bigger and better than your current situation.”

Attilio: All right. It’s that part. Pearls of wisdom.

Adrienne: Always moving forward.

Attilio: String them on that necklace. We’ll give you a couple more next week.

Adrienne: So speaking of pearls of wisdom, we actually have Duke Kimhan from Hawaii Pacific Property Management—

Attilio: Duke, are you there?

Adrienne: To share his tip of the week.

Attilio: Duke, are you there?

Duke: I am, I am.

Attilio: All right. What’s your tip of the week? Property management tip of the week.

Duke: Tip of the week is why hire a property management company who won’t guarantee their work? At Hawaii Pacific, we guarantee our work in writing and we back it up with a rent guarantee and an eviction guarantee.

Adrienne: Mhmm.

Attilio: Oh, wow. What’s that?

Duke: So the rent guarantee says if we don’t rent your home in 30 days or less on an agreed price, we will pay the rent. And our eviction guarantee says that if you let us choose your tenant for you, with a minimum credit score of 620, no issues along the way, then we will pay for the eviction if it ever came down to it. 

Attilio: So what if the tenant is like really bad at karaoke and they do it all the time? Do you have a—

Duke: We’d have to put a karaoke addendum together.

Attilio: A karaoke rider in that renter’s agreement.

Adrienne: So how often has Hawaii Pacific Property Management had to evict a tenant that they actually placed into a home? 

Duke: Well, in all the years of doing that with a guarantee, it’s only been one tenant.

Attilio: One tenant. Very good.

Duke: Or one owner. I’m sorry. One owner that we paid off the rent guarantee to. We still to this day cannot understand why that property did not rent. But it actually rented $200 below the rent guarantee price.

Adrienne: Oh, wow.

Duke: We found out later when we called the owner. Yeah. Wow, it took about nine weeks to rent that home.

Attilio: Wow. Well, okay. There’s some flukes out there, but that’s okay. You guys put your money where your mouth is.

Duke: Money where our mouth is. Exactly.

Attilio: Yeah.

Duke: And share work.

Adrienne: Have you ever had to evict a tenant that you guys placed, though?

Duke: We have. We’ve had great success with the eviction process in Hawaii, and most of that is to non-payment of rent because we document everything. Rents are due on the 1st. We don’t allow grace periods. So by the spirit of force, we have the five-day notice of paraquit on the door to start the next day. So the court process will start 14 days later when we get them into court, and the judge will ask if they owe the money. We say yes, and then he’ll ask us when we want them out. We’ll tell him 48 hours. So hopefully it’s within the time that we have security deposits for, and it’ll be minimum losses to the owner.

Attilio: Yeah. That totally makes sense.

Adrienne: So like what’s the fastest eviction that you’ve ever seen Duke?

Duke: 14 days.

Attilio: 14 days?

Duke: Court day was seven days later. Got them in. We asked for a 48 hour out, and they were already out by the time we got there to change the locks.

Adrienne: Oh, nice.

Attilio: Kind of reminds me of that movie, Amityville Horror, when the ghosts in the house were like, “Get out!”

(laughter)

Adrienne: And, Duke, what’s the longest that you’ve seen?

Duke: Sometimes we’ll go to the house after we get out court order, and the people will be begging for more time, but you know, the eviction notice from the court states that they have 120 minutes to vacate once we show up with the sheriff. And so, a lot of times, the tenants are more worried about their personal belongings than anything else.

Attilio: Yeah. So, hey folks, I’m telling you property management’s easy when everything’s going well, but as soon as you’ve got to evict somebody, you’re going to be glad you have Duke in between you and all that mess. That’s for sure.

Duke: It’s a mess. Yeah, we hope not to get there, and with all the tenants and all the owners we have, we do work for the owners, and we understand what the tenant rights are very well. We had the Landlord Tenant Code printed on our website, and if anybody wants a copy of it, they can just go to hipm—hawaiipacificpm.com.

Attilio: Duke is so dedicated, he’s had it tattooed on the inside of his forearm. The Hawaii Tenant Landlord Code. Can reference it at any time.

Duke: It’s all in code.

Attilio: All right.

Duke: It’s says hipacificpm.com on my forearm.

Attilio: That’s it. Got o that website fi you want to learn more. Thanks, Duke.

Adrienne: Thank you, Duke.

Duke: Okay.

Adrienne: All right. Aloha.

Attilio: All right. So if you want to get ahold of Duke, you’re in a situation, and you want to get ahold of him, what’s a good number for Duke?

Adrienne: You can reach him at 445-9223.

Attilio: And on the internet at?

Adrienne: hipacificpm.com

Attilio: Give them a call about the rent guarantee. They’re either crazy or good. Find out which one.

Adrienne: All right. So we’re going to take a short break, but when we come back—

Attilio: We’re going to talk about babies and emergencies and healthcare.

Adrienne: All right. So stay with us.

[09:24]

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[14:45] 

Adrienne: Welcome back and thanks for listening to the Team Lally Real Estate Show. Home of the guaranteed sold program, or we’ll buy it. I’m Adrienne.

Attilio: And I’m Attilio.

Adrienne: And if you have any questions, just give us a call at 799-9596 or you can check us out on the web at temalally.com.

Attilio: Well, hey, listeners, we’ve got a very special in-studio guest with us today. Her name is Susan Murray, and I bet you’re wondering, “Who is Susan Murray?” Well, let me tell you. She’s the Queen Health Center’s Senior Vice President for the West Oahu Region and Chief Operating Officer. 20 years into a high-power career as a hospital executive, Susan got tapped for the opportunity of a lifetime. Overseeing a 70 million dollar opening of the Queen’s Medical Center. Medical Center’s 17-acre campus in Ewa Beach on the site of the former Hawaii Medical Center West. And she’s going to be talking about the challenge of creating a community hospital in one of the fastest growing parts of Oahu. We know. We live in the area. Susan had been a Hawaii Regional Hospital Manager and Regional Vice President for Quality, Safety, and Service for the Kaiser Foundation Healthplan and Hospital for ten years. Before that, she was a hospital administrator for the Women’s Hospital of Centennial Medical Center in Nashville, Tennessee. Ooh, the weather must be nicer here. The Honolulu Native also is a Punahou graduate, and went to the University of Hawaii Manoa. She holds an MBA in Health Services Management from the University of Dallas. Welcome to the show.

(doorbell sound)

Susan: Thank you so much.

Attilio: Come on in.

Adrienne: Welcome too, then. Thank you for joining us today. 

Attilio: All right. Do you have any special hobbies? No, just kidding. After all of that, we’re like, “Wow. You’ve got time to do anything else?” No.

Adrienne: So I was listening to the intro that Attilio was sharing with us about. So you were at Kaiser Permanente for ten years. What motivated you to make that big move?

Attilio: That big leap? 

Susan: I got a call from a head hunter.

Attilio: Okay.

Adrienne: Uh-huh.

Susan: And, first of all, it’s Queen’s.

Adrienne: Yeah.

Susan: So the opportunity to join Queen’s and to do something from the very beginning. To be employee number one of Queen’s Medical Center West Oahu and to build a team was just a dream.

Attilio: So you had the first parking stall? The one that’s closest to the door.

Susan: No. We give that to the doctors.

Attilio: All right.

Adrienne: And then, also, you know, we were talking during the break, and I’m excited to hear that you guys are going to be out at the pumpkin patch this weekend.

Susan: Yes. We really believe we’re here not only for illness and injury, but we’re neighbors. We’re part of the community. We go out and do health fairs. We go out and just participate in things, as well as helmets – passing out helmets for safe bicycle rides. So it’s an honor to live out there and to be part of that community.

Attilio: Oh, I thought maybe it was helmets for picking pumpkins. Picking pumpkins can be hazardous, you know, with them way up on the tree. A pumpkin doesn’t grow on a tree. Anyway. So talk about being dedicated to the community, you moved into the community when you took this position.

Susan: I did. I did. Growing up, I had only gone out there occasionally. It was sugar cane fields. Now it is really a thriving, growing community, and I felt it was important to really be there, listen to there, shop there, and get to know my neighbors.

Attilio: Yeah. So exciting because that’s always been a key to the community. Being able to work, live, play, get educated now with UH West Oahu there. And we talked about it a little bit on the break, people get nervous. Life happens. We have what we call life events, emergencies, babies being born, broken arms, things like that. Accidents, and you don’t—and everybody’s always afraid that I’m going to be in this life critical situation and have to go Monday at 8 am because of traffic.

Susan: Yes.

Attilio: And even with the emergency vehicles getting people to pull over, I’ve been sitting in that traffic, and it takes the ambulance – even though our guys, Hawaii residents are awesome about getting out of the way of the emergency vehicles, it takes them a while even to get through the traffic with the emergency lights. So why is it such a huge benefit for our community to have this hospital up and running?

Susan: It really is. It’s part of a lighthouse of a community. It’s a beacon to be there to help people. I’ve had patients the most used adjective is grateful when we talk to them. They’re so grateful we’re there. They’re so grateful we’re Queen’s. 

Attilio: I know a big medical statistic is time to services. The longer it takes for you to get to emergency services plays a role in the percentages in the survival rates, doesn’t it?

Susan: It really does. And so not only are we there, we’re close by, but we’re connected to Queen’s punchbowl, so we can—if someone comes in with a stroke, we can automatically begin treatment. It’s called TPA, and we have wonderful success rates because of that.

Attilio: What is TPA?

Susan: It’s a special medication you have when someone has a head bleed. So you can have a diagnostic, and once you do that, it stops the progression of the stroke. Stopping the progression means perhaps no paralysis. Perhaps getting your brain function back again. Less damage. 

Adrienne: Oh, wow.

Adrienne: Well, I can speak from experience. Not on the head injury, but I had to go out to the emergency room, and it was so streamlined. I was very impressed.

Susan: Thank you.

Adrienne: And then even after I was all done, they asked my opinion like, “Was there anything that we could have done better?” It was nice to be able to give the feedback, and there was nothing more that I could even say. Like, it’s boom, boom, boom. You know, I didn’t wait for too long. I was informed along the way, and I ended up leaving with a plan.

Attilio: Yeah, and we always know, when people go to the hospital, it’s the wait that drives people nuts.

Adrienne: There was very minimal wait. Yeah, it was informed and minimal. They even offered me warm blankets in case I looked cold.

Susan: That’s exactly how it’s supposed to be. Yes, and we do try to post the wait time, so as soon as you walk in, if we’ve taken a lot of ambulances and highly critical patients, the wait times may be longer, but we want to go out in the waiting room once an hour and give you an update and get you back as quick as we can.

Attilio: Yeah. Because you guys are—I think I heard a podcast. It was called Triage. I know it’s a French word, and basically it’s from the battlefield. It talks about, you know, you can’t serve everybody’s medical needs all at the same time, so you’ve got to prioritize. That’s the medical term triage. So obviously if you’re waiting there, it’s because somebody is receiving critical care that they need now. I think people in the waiting room—here’s to you people sitting in the waiting room who might be listening to the show right now. Be patient. Patience is a virtue because if you’re in that critical situation, you’re going to be happy that they’ve taken care of you first. Right?

Susan: Yes. And medical trained eyes are on you the moment you come in, and that’s what triage is. OS then you differentiate who you think can wait a little bit longer, and who you think we need to bring back immediately.

Adrienne: Well, I was in and out of there in under three hours, so that was very impressive.

Attilio: Yeah.

Adrienne: I will continue to go back to Queen’s West whenever I have an emergency.

Susan: well, and also, for mammograms, for all your screenings, for educational programs. We’ve got a speaking of health. We’re opening up new services in November for wound care, infusion, chemotherapy and sleep studies. We’re also going to have after hours care beginning in January, so if it’s not really an emergency, but it’s after normal hours, we’ll have physicians there to treat you.

Attilio: Wow. Gotcha.

Adrienne: Wow. So lots of new services coming.

Susan: Yes. We’re growing with the community. 

Attilio: Now, we asked you the question earlier why you made the jump from Kaiser to Queen’s, and you said, “It’s Queen’s!” Tell us more about that. I see Queen’s has a legacy that dates back to 1859.

Susan: We have a really unique history with King Kamehameha IV and Queen Emma, and our mission is something we try to live every day to provide imperpituity, quality healthcare services, to improve the well-being of native Hawaiians and all the people of Hawaii. And out on the west region is the largest population of native Hawaiians. So from humble beginnings of going door-to-door, asking for contributions, Queen’s Medical Center is named the number one hospital in Hawaii five years in a row by US News and World Report.

Attilio: Oh, wow.

Susan: We have a lot of only services, so first and only, we are level two trauma. The only level two trauma center and going to level one trauma center designation. So there to serve not on the state but the Pacific basin with some high-end services.

Attilio: So for our listeners who don’t know, what does that mean? Like what’s the difference between level one and level two trauma center?

Susan: Level one is the highest, and that’s—

Attilio: Okay. You can reattach someone’s head. No, we’re not at that level yet.

Susan: No. That has a research component to it, as well. All levels have community education attached it.

Attilio: Okay.

Susan: But level two, you can take all trauma.

Attilio: Oh, wow. And, you know, that could make a critical difference this year, especially if you’re way out on the West Side, and it’s you know, we’ve got traffic in Waianae. We’ve got traffic on the freeway. We’ve got double traffic. Two scoops of traffic over there. And so that’s goo d to hear that you guys are there in the community. You know what? Even in Ewa Beach. We have three kinds of traffic. Ewa Beach traffic, Waianae traffic, triple scoop.

Adrienne: Do you guys have a labor and delivery?

Susan: Not yet.

Attilio: Okay.

Susan: I would say the way our community is growing, we probably—that will be something we’ll consider in the future. We have done deliveries where our emergency physicians are trained to do deliveries, but that’s probably not the location you would choose.

Adrienne: Mhmm.

Attilio: Gotcha. 

Susan: But it’s better than on the freeway.

Attilio: Yeah.

Adrienne: Oh, yes. Definitely. I actually had two of my children at Queen’s, and it was an excellent experience, so I’m sure that once it opens, the west side will be just as great.

Susan: Thank you.

Attilio: Now you mentioned only’s as types of service. What other only’s do you guys have out there?

Susan: Well, no, the only’s are really at our punchbowl campus.

Attilio: Oh, okay.

Susan: So they have a unique surgery called TAVAR which is minimally invasive heart surgery. They have a head and neck program where they not only do head and neck surgery for conditions but also renovation reconstruction because part of it is returning you to a normal look, so we have just all sorts of services from screenings to education, and then the higher end services at our punchbowl campus.

Attilio: You know, what was the – there is a business component that’s behind these huge facilities closing and opening and renovating. What was the motivating factor or group of people or individuals that was the emphasis behind getting this hospital reopened?

Susan: It was Art Ushijima, who’s president of Queen’s Health Systems.

Attilio: Thanks, Art.

Susan: And our board of directors, and they held up the mission. And we looked at the West Oahu region, and we said the king and queen would do it.

Attilio: Yes, I know. I’ve gone into the hospital, and there’s like a sensor in the door. Being native Hawaiian, as soon as I walk in the door, it goes, “Hawaiian.”

Adrienne: When exactly did it reopen?

Susan: May 20th in 2014, and it actually fell on the birthday of their son.

Adrienne: Oh, wow.

Susan: Prince Albert who only lived to be four years old.

Attilio: Oh, wow.

Adrienne: So that was a big date, so a couple of years now it’s been open.

Susan: Yes, yes. About two and a half years, and we’re already think of expanding not only our services, but moving off so we can open up more hospital beds to fill more hospital beds and enlarge our emergency department.

Attilio: So, hey, if you’re just tuning in, you’re listening to the Team Lally Real Estate show. Home of the guaranteed sold program or we’ll buy it. I’m Attilio. We might not be taking a break. Are we taking a break?

Adrienne: And I’m Adrienne. We can take a quick break.

Attilio: Wait, I’m Attilio.

Adrienne: And I’m Adrienne.

Attilio: Okay, I guess we’re going to take a break.

Adrienne: Stay with us.

[24:38]

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[29:31]

Adrienne: Welcome back and thanks for listening to the Team Lally Real Estate Show. Home of the guaranteed sold program, or we’ll buy it. I’m Adrienne.

Attilio: And I’m Attilio. 

Adrienne: If you have any questions, just give us a call at 799-9596 or you can check us out on the web at teamlally.com

Attilio: You guys are lucky we’re not like live-streaming because then you’d see Stephen, our producer, and me doing the John Travolta.

Adrienne: It’s scary.

Attilio: Saturday Night Lights.

Adrienne: You know, it’s like Halloween time, and I was scared.

Attilio: I tricked my kids—I tricked my youth soccer kids. I have them do a warmup. Then I’m like, “Okay. Now put your fingers down by your hip and then point it to the sky. Down by the, hip and point it to the sky.” And they think it’s like a warmup. And I’m like, “Ha ha!” Anyway we have—who do we have in the studio?

Adrienne: We have Susan Murray.

Attilio: All right.

Adrienne: From Queen’s West.

Attilio: From Queen’s West. Susan we’ve got more questions. (doorbell sound) Come on in again. Sit down.

Susan: Thank you.

Adrienne: Welcome back

Attilio: She stepped off for a short break, came back, and so we have a couple more questions. So we got two questions here. What are your short-term methods for success? And what are the key milestones that you guys hope to obtain in a couple of years and in the future?

Susan: Sure. Yes. Well, our metrics for success really are based on what our patient experiences. So we have a survey that is called HCAPS, and all healthcare providers do it. 

Attilio: Okay.

Susan: Based on inpatient experience, and the we have outpatient surveys. And that’s for patients to fill out so that we know the quality of our care and also the quality of our caring. So what kind of experience did you have? Was everything explained to you in a way you could understand? Did we respond to your needs? Those are very important metrics that really guide us.

Attilio: I have a suggestion. You guys should combine your level of pain chart with the survey and then you just point to the face and it represents your experience.

(laughter)

Susan: Pretty good idea.

Adrienne: So when you get these metrics back from the patients, how do you analyze it and then make changes?

Susan: Yes. We get them back, and we get them back by unit so we know specifically where a patient stayed, and they also have an ability to write in and give specifics. So then we sit down with each of the units, go over the scores where we did very well. We post them on every unit, too, where they’re visible to everybody. So we want people to know that we are really concentrating on making it the best experience possible, and then we modify accordingly. For instance, we have call light reports. So we have a metric that we need your call light answered within three minutes, and we can find out where there may be a snag. We may need more staff. We may need to change things around so that we can immediately respond when a patient needs us.

Attilio: Yeah. I think that’s important, too, because if you’re like, “I need help now”, a few minutes can be a lifetime.

Adrienne: That’s great that you’re constantly inspecting that experience and how quickly their response is. I mean, that’s very important in order to continue to improve.

Attilio: Well, Adrienne and I are reading a book, Four Disciplines of Execution, and they talk about in there that you’ve got to have a scoreboard. Would you ever go to a football game where you didn’t know what the score was? 

Susan: Exactly.

Attilio: People are like, “I don’t know what’s going on here.” And so that feedback, and posting it is a scoreboard—

Adrienne: That’s their scoreboard.

Attilio: For the Queen’s staff which is excellent because they can know ‘what are we doing well at?’ and ‘what are we not doing well at and need to improve?’

Susan: Yes. And we post all the wonderful comments in the physician lounge because the physicians are so important to the care. They’re the leader of the care team, and we want them to know that if they speak well and caring and take time, get eye-level with the patient, it makes a great difference.

Attilio: Especially with our Philipino grandmothers. They're only about this tall. You gotta get down and talk to them directly. But speaking of care, we know that the way to give better care is to have good self-care. So speaking of self-care, what was that question you were going to ask?

Adrienne: So how much of a difference does it make where, you know, they were commuting maybe to town in hour/hour-and-a-half traffic, and now it's just, you know. right down the street?

Susan: It's been huge. Especially people that have young families. They're putting their children in the car, in their pjs, going through McDonald's for breakfast, putting them in their clothes, take them. And then it's the revers on the way home. So we've given them about half a day back in their lives when you calculate everything, and they're grateful, they feel like they're refreshed, and that they can take better care of patients.

Attilio: Yeah, when I rush into that emergency room with my broken arm, I want to make sure that the people helping me aren't all grouchy from sitting in traffic. They're like, "Okay. No. More meds. I need more meds. You guys are relaxed, relax me, now." Okay, so quality of life, I think that's important because I think you hear from so many families because you get up in the dark and come home in the dark.

Susan: Exactly.

Attilio: That's not good.

Adrienne: So your staff, your doctors, mostly are residing in the left side.

Attilio: In the community?

Adrienne: Yes. In the community.

Susan: Yes. So we literally are taking care of our own. We've had relatives. We've had some of our staff that have been patients in the hospital, so they can give great testimony of what's working well.

Attilio: Gotcha.

Adrienne: So are you guys looking for more staff? For more doctors?

Susan: Oh, people can go to www.queenswestoahu.org. We have a central call number of 691-3000. But we're always looking for good, wonderful staff in almost all areas. So entry level positions, also of course for nurses as we continue to grow and as we need to cover people going out on maternity and things like that, so lots of opportunity.

Attilio: All right. And then I think you guys are-- you know, you've got the rail that's going right by there. You've got, I think it's Hoopili. Big, huge community that's going to be built. So up to 10,000 homes literally within eyesight of the hospital. Do you guys have any-- obviously it's going to take some long range planning to grow as the population grows, and what's on the horizon for that type of growth? Is it continuing to change and bring on new people? 

Susan: We are beginning to look at our campus masterplan. We have the 17 acres. So what is it  to look like in 50 years? What does it need to look like in the next 10 years? So that we know if we build a parking garage, is in an example. We won't put it in a place where later on we wish that's where we'd put a new bed tower.

Attilio: Gotcha.

Susan: So we want to have a long-term strategy because our mission is imperpituity, quality healthcare services, and we plan to be there for the duration in West Oahu.

Attilio: With the size of the footprint that you guys own, this 17-acre campus, there's more than enough room to continue to build? Is it just going to be getting people to write some big checks?

Susan: Absolutely. Absolutely. The bigger the better. But, yes. There's more than enough. It's almost the same size as our punchbowl campus.

Attilio: Okay. All right. So, Susan, is there anything that we've not covered with you already that you'd like to share with our listeners about Queen's West?

Susan: I think it's important for the people of West Oahu, and even Central Oahu, to know that we are a resource there for them. And so think of Queen's West first. We can do screenings. We can put you in touch with a primary care physician if you need one through our lines. So we were bringing more and more experts out to take care of people. And we look forward to serving even more.

Attilio: All right. So we want to thank Susan Murray, you know, the most important think to remember about her is she's a Punahoa graduate. But she is the Senior Vice President of Queen's Health System out there in the West Oahu region. She's so committed to this hospital, what'd she do, Adrienne?

Adrienne: She moved out there.

Attilio: She moved over there. She changed her zip code. Where did you move from?

Susan: Makiki.

Attilio: Makiki. Yeah. Wasn't right down the street. That's a big move.

Adrienne: She went from being a townie to being on west side.

Attilio: West side. You know what? She even showed us her tattoo. West side. Anyway.

Susan: He's kidding.

Attilio: We want to thank you Susan Murray for being here as our guest in the studio. Coming out in educating our community on all the wonderful things that you guys are bringing to the Ewa Beach, Kapolei, Makakilo, the whole West Side community. We appreciate all of your time and efforts. Any last questions for Susan?

Adrienne: Well, I was just going to make a comment that they're going to be out there at Aloun Farms this weekend.

Susan: Yes. Yes. Come and visit us.

Adrienne: Yes, come visit. You guys probably are going to have some educational--

Susan: Educational giveaways.

Adrienne: Awesome.

Attilio: They'll be performing emergencies pumpkinectomy. If you need a pumpkinectomy, come to Aloun Farms because Queen's Medical will be there.

Adrienne. Yes. Thank you so much, Susan, for joining us.

Susan: My pleasure.

Attilio: Thank you.

Adrienne: Okay. So we have Janyce.

Attilio: Oh, Janyce.

Adrienne: Janyce on the line.

(harp music)

Janyce: Good morning.

Attilio: She's an excellent harpist.

Adrienne: Yes.

Attilio: She always plays her harp at the door. Come on in. Bring your harp with you.

Adrienne: Welcome Janyce.

Attilio: Welcome, Janyce.

Janyce: Thank you.

Attilio: All right. So what's your permit tip of the week or whatever tip of the week you want to share with us.

Adrienne: Design, permits, I mean she's so talented.

Attilio: Versatile. Yes

Adrienne: Yes.

Attilio: Share.

Janyce: Thank you so much. Well, I think the old adage "An ounce of prevention is worth a pound of cure." Wise to everything whether it's design or permitting. You know, in recent weeks, we have seen how lack of buyer's due diligence, and lack of stellar disclosure has brought about some pretty expensive delays for people with reference to getting their loans or getting their resize, getting their property sold. All because of lack of permits.

Attilio: Gotcha. So what's the solution?

Adrienne: Yes, tell us a solution, Janyce.

Attilio: Tell us more.

Janyce: Well, we recommend that people do a thorough investigation of any properties they are looking to buy because unfortunately, a lot of people think that a building permit is just a piece of paper, and so if something is there, "Oh, we'll just get a permit for that." But you can't always get a permit for everything that is done. And there's no way to ensure that it was done to current code with it being kind of open up to some degree in double checking. And since every building permit comes with assigned inspectors. Those inspectors also need to see the things in accordance with proper workmanship, building codes, etcetera. So there's going to be a cost for some sort or a level of remedial instruction. There's going to be a cost for building permit fees. A cost for a set of plans. A cost for somebody to be running that stuff back and further through the various departments that apply in the system, and these days, since the building departments were close to a year has been extremely busy with a very, very high level of activities. There's also a cost and a lot of my clients have been using what's called the Third Party Review services.

Attilio: Is that what you did? No, wait.

Susan: Third party reviewers are either structural engineers or architectural engineers who have been certified by the city. They've take the course, and now they are approved to do the Building Division to review at the building department form their own offices. So, in other words, they get the project into the system, and then they do what the normal plans examiner wouldn't have done. So your project completely skips the line because it's being handled by an independent certified third party person, but they're doing the exact same review that would have been done at the city, so the turnaround is anywhere from. You know, depending on how complex it's going to be. A week to sometime two weeks. But there's a definite cost with that. All these things come into play.

Attilio: You guys are like that nightclub with the big long line, and then you're third party review allows you to open up the velvet ropes. 

Adrienne: VIP.

Attilio: Skip the line and come straight this way.

Janyce: Oh, yes.

Attilio: So you don't do the third party review, but you can facilitate that for any listeners wanting to go through the permitting process.

Adrienne: Mhmm.

Janyce: Well, what I’ve been doing is I've been sending my clients to third party reviews for any of my clients who wish to go that route.

Attilio: Awesome. Okay. Well, thanks for that awesome tip.

Adrienne: Thank you, Janyce.

Janyce: You're welcome.

Attilio: Alrighty. Thanks Janyce.

Janyce: Bye bye. Have a blessed day.

Adrienne: You, too. Okay. So that was Janyce Myrland of Dream House Drafting. 

Attilio: What's a good number for her?

Adrienne: You can reach her at 206-7107.

Attilio: And what if I'm an introvert. I don't want to talk to somebody. I just want to go on the internet and check her out.

Adrienne: You can check her out at dreamhousedrafting.com.

Attilio: All right. So this is where we have more information to share with people. Or do you want to talk about this?

Adrienne: I want to talk to talk about the pumpkin patch.

Attilio: Pumpkin patch. Okay. Here we go. 11th Annual Team Lally Client Appreciation Party. I know you're like, "Oh, wow. I wish my realtor did that for me." Well, come be our client, and we'll do it for you.

Adrienne: Mhmm. Exactly. Too easy.

Attilio: So it's going to be when?

Adrienne: We'll be there on Saturday from 10 to 2, but also, it's military appreciation day over on Saturday at the pumpkin patch.

Attilio: They get free parking and entry, right?

Adrienne: Yep. And then the Marine Corps band is going to be there playing. Lots of giveaways.

Attilio: So check this out. You're sitting at home, and you're like, "Man, I love this show." What was that show with the snow and everything? Let it go, let it go? Is that--

Adrienne: Frozen.

Attilio: No, but what's her name?

Adrienne: Elsa.

Attilio: Elsa. See how up to speed I am on my Disney characters, here.

Adrienne: Good thing I am. 

Attilio: So Elsa and who's the other one?

Adrienne: Cinderella.

Attilio: Cinderella.

Adrienne: You know, with the pumpkin, we've got to have Cinderella out there.

Attilio: And we're having one of the dwarves out there, Kris.

(laughter)

Adrienne: No, there is no dwarf. It's just Cinderella and Elsa.

Attilio: Sleepy, Sneezy, no. They won't be out there, but you can do a photo op.

Adrienne: Yes.

Attilio: We may also have some Stormtroopers from Star Wars.

Adrienne: No, not maybe. We will.

Attilio: Well, they're only there for a short period of time, so I said may.

Adrienne: Okay. So from 12 to 2--

Attilio: I don't want to over promise and then not deliver.

Adrienne: The Stormtroopers will be there, and you know what? They're pretty awesome. They're called the 501st.

Attilio: Yes.

Adrienne: And they go out and it's like a volunteer thing. They go out--

Attilio: For non-profits.

Adrienne: Yeah, so they're raising money for different charities, so they'll come make appearances. I met them at the library.

Attilio: You met them at the library?

Adrienne: They were promoting--

Attilio: Wait, you don't read books. What were you doing over there?

Adrienne: I read books.

Attilio: Yeah. yeah. I know. She reads books.

Adrienne: And then I got my kids. They love the Library.

Attilio: They heart the library. So anyway come up to Aloun Farms. This is the last weekend for that, and if you haven't gotten your pumpkin or want to go pick one, that's going to be this Saturday. They're open early and then stay open later, but we're just going to be there from 10 to 2. We're going to be handing out tickets for food, drinks--

Adrienne: Pumpkins.

Attilio: Face painting.

Adrienne: Yeah. It'll be fun.

Attilio: Okay. Hope to see you there. You can still RSV. Well, now. No. Too late.

Adrienne: No more RSVPs.

Attilio: By the time you hear this message, it's too late. Iceberg, dead ahead!

Adrienne: Well, actually, we'll be there, at the patch, when they hear the message.

Attilio: Yeah. Okay.

Adrienne: All right. 

Attilio: So speaking of pumpkins, we're looking for new team members.

Adrienne: Pumpkins?

Attilio: Yeah.

Adrienne: Pumpkins or team members?

Attilio: No, I was saying speaking of. That's what a segue. It's like a segue that has nothing to do with the next thing I'm talking about.

Adrienne: Exactly. It's just off the wall.

Attilio: It's a 180 segue.

Adrienne: All right. Yeah. So we are looking for great team members. We are.

Attilio: We're always looking for great team members.

Adrienne: Yes, that's you.

Attilio: Okay. So you must be able to prove you have a personality to be a superstar. 

Adrienne: If you're super uptight, sensitive, and your feelings get hurt easily, don't call us.

Attilio: I skipped. What did you say? Did you say this thing right here?

Adrienne: No, I didn't.

Attilio: Say it now.

Adrienne: What do you want me to say? 

Attilio: This, right here.

Adrienne: The crazy thing is that we have an 80K guarantee.

Attilio: All right. What'd you say? 80K guarantee?

Adrienne: Yes. That's what I said. An 80K guarantee.

Attilio: No way. What does that mean?

Adrienne: So basically, if you don't make $80,000 in your first full year with us, we'll pay the difference.

Attilio: I thought we whacked you because we don't want anybody to know that we failed. No. We're going to teach you and coach you, and if we don't, we'll write a check for the difference if you don't achieve that.

Adrienne: Exactly.

Attilio: That's awesome. Here's the deal, folks. You need to be confident, energetic, and a person who wishes to be part of a fun and fast-paced team who loves to pick pumpkins.

Adrienne: Or be a pumpkin.

Attilio: Yep.

Adrienne: All leads, systems, scripts, and coaching are provided and are proven to be the best in the industry.

Attilio: All right. Where can they go to get more information?

Adrienne: Just go to jointeamlally.com

Attilio: That's jointeamlally.com. All right. So we already have some agents calling in. They’re going to be talking about their open houses for the weekend. we have our listing partners come in talking about their coming soon.

Adrienne: All right, so--

Attilio: We ready to go?

Adrienne: We have Kapono.

Attilio: We have Kapono.

Adrienne: Kapono on the other line to talk about his open houses.

Attilio: Kapono, are you there?

Kapono: Hey, yeah. So I'm going to be sitting at two hot properties if anyone wants to come check it out. On Saturday from 4:30 to 6:30, I'm going to be sitting at a beautiful, single-family home in the designated affordable area on Waianae. It's a great opportunity for a first-time home buyer. And then on Sunday, from 2 to 5 pm, I'm going to be sitting the grand open house. It's a large, single-family home in the desirable community of Inkuna Mehana in Kapolei with lots of cool upgrades. Yeah, people's got to come check it out. It's going fast.

Attilio: All right. Thanks, Kapono. Wait, hold on.

Adrienne: So, Kapono. I have a question on your Saturday open house. You said a designated, affordable housing, what does that mean for our listeners? Like they have to make a certain amount of money? Do you know the requirements?

Kapono: I do not know the requirements, but I will know them by Saturday.

Attilio: By the time you show up, he will know the answer.

Kapono: Yeah. People call in, I can get that information for them quickly, right away.

Adrienne: Okay. So call Kapono, and he'll tell you if you're in that requirement.

Attilio: Here's the bottom line, folks. If you're a multi-gillionaire, then this property is not for you because there's going to be income requirements and asset requirements, but we will have the details for you.

Adrienne: Yes.

Attilio: And if you're one of those families that's struggling, you're tired of renting, and you want to be a home owner, this is the property you want to come visit. Talk to Kapono. He's going to give you all the details. Thanks, Kapono.

Kapono: Yeah.

Adrienne: Thank you, Kapono.

Kapono: All right.

Attilio: All right.

Adrienne: That was it.

Attilio: That was it?

Adrienne: Yeah. That's it.

Attilio: Oh, but you know what I wanted to tell people about our grand open open house. Because we're putitng a lot of time into our pumpkin patch this weekend. But here's the deal with these grand opens. What that means is...?

Adrienne: This is the first time that we're letting anybody come and physically see the home. Now you can check it out on video. We have YouTube videos of all of our homes, all of our listings. So you can look at it that way, but the grand open house is the first time that you can physically walk through the home.

Attilio: Yeah. But if at any time you want to check out what our opens are, go to teamlallyopenhouse.com. That's teamlallyopenhouse.com.

Adrienne: Or you could call our buyer hotline.

Attilio: What's that number?

Adrienne: It's 234-4421.

Attilio: Wait, my pen just ran out of ink. Tell me the number one more time.

Adrienne: It's 234-4421.

Attilio: All right. So we've got a couple of minutes, and we always want to be edutaining.

Adrienne: Okay.

Attilio: We want to be entertaining and educating at the same time. So let's talk about-- this is true for anybody that's sitting in any type of environment where you want to learn something or information is being disseminated to you. Did I use that word?

Adrienne: (laughter) I don't know.

Attilio: Given to you, provided to you, presented to you. This is the mindset. To get the most out of the experience of this learning opportunity, it could be a medical staff meeting over at Queen's Medical. You want to ask yourself which one of these three people--

Adrienne: Or it could be that they're listening to a radio show.

Attilio: Or you listening to our radio show. So, Adrienne, there's the three types. The listener, the vacationer, and the explorer in this grey box. Okay what is the prisoner?

Adrienne: So the prisoner. They have to be there. They don't want to be there. And doesn't know why the heck they are there.

Attilio: And here's some interesting attributes about the prisoner. 1) Does it engage? 2) Spends class time catching up on their emails? 3) Escapes from spending time in the hall on their phone. 4) Holds on to limiting beliefs. Multi-task on their computer by working on side projects. Pushes back on the trainer or other participants if they don't agree. And what's the definition of a vacationer?

Adrienne: Okay. But I want to go back to the prisoner. If you're like that, don't go to jointeamlally.com.

Attilio: Yes.

Adrienne: Please. Need not apply.

Attilio: Now what about the vacationer? What is the vacationer?

Adrienne: It is. A day in training is better than a day on the job.

Attilio: And read about the attributes of the vacationer.

Adrienne: They spend as much time chatting as listening. They're just there to have fun. Distract the class with irrelevant comments. Return late from their break and lunch. They're not purposeful in their learning goals. OMG. The spend the day on their smartphone texting and checking Facebook, and they are not paying attention.

Attilio: Now we hope you are this last one. Dora the Explorer. If you have kids, you know what I'm talking about. It's called the explorer. Excited and curious about the new knowledge, skills, and tools they will discover in class. And read the attributes real quick.

Adrienne: They listen attentively. They ask meaningful questions. They arrive to class on time. They adopt a posture of acceptance. They take notes. And you respect the different learning styles and opinions of others.

Attilio: Alrighty. 

Adrienne: Well, thank you for listening and be an explorer. And thank you to our sponsors

Attilio: Gabe Amea and Jim Owens of Hawaii VA Loans.

Adrienne: Bradley Maruyama of Allstate Insurance.

Attilio: Jodie Tanga and Derek Tanga with Pacific Rim Mortgage.

Adrienne: Nathan Baker of Pillar to Post.

Attilio: Ben and Tony Mamul with AAA Roofers Hawaii.

Adrienne: Janyce Myrland of Dream House Drafting.

Attilio: John Speed with Kilauea Pest Control.

Adrienne: Duke Kimhan of Hawaii Pacific Property Management.

Attilio: If you want to get a hold of any of our sponsors, just go to teamlally.com.

Adrienne: We want to give a big thank you to, Steven, our producer here in the studio.

Attilio: And Susan Murray.

Adrienne: As well as Susan.

Attilio: Chee-oo!

Adrienne: Make sure to tune in next week. We’ll have an awesome guest talking about something that will change your life--

Attilio: Forever. This is the Team Lally Real Estate Show. Home of the guaranteed sold program.

Adrienne: If we can’t sell your home at the agreed upon price and/or time frame, we’ll have it bought for cash.

Both: Thanks and Aloha!

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